Front Desk Manager

Marriott International, Inc.; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading global hospitality provider is seeking a Front Desk Manager for their St. Pancras London hotel. The role involves supervising the front desk team, managing guest service and inquiries, and ensuring a high standard of hospitality. Ideal candidates will possess strong management skills and experience in a hospitality setting. This position offers a range of benefits, including holiday entitlement and discounts on hotel stays.

Benefits

28 days holiday (including Bank Holidays)

Complimentary gym and spa access

Annual performance review pay adjustments

Discounts at St. Pancras outlets

Marriott Discount Card benefits

Comprehensive training and development programs

Qualifications

• Experience in a front desk management role in a hospitality setting.
• Strong ability to train and motivate staff.
• Excellent problem-solving skills to handle guest inquiries and issues.

Responsibilities

• Supervise the front desk team and manage guest check-in and departure.
• Respond to guest inquiries and resolve issues efficiently.
• Ensure accurate documentation and compliance with hotel policies.

Skills

Guest service

Knowledge of hotel rates and reservation systems

Cash handling

Communication skills

Tools

Kronos

Oracle

Job description

As a Front Desk Manager at St Pancras London, Autograph Collection you are responsible for supervising the front desk team. You will review shift logs and daily memo books, document information in logbooks, and contact appropriate departments as necessary to follow up on service recovery. You will assist management in training, evaluating, counseling, motivating, and coaching associates. The Front Desk Manager serves as a role model and brand ambassador.

Responsibilities

• Knowledgeable of hotel rates, daily selling strategy, discounts, and how to handle reservation queries.
• Serve guests by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations. Ensure the accuracy and completion of all folios, room changes, and credit approval.
• Ensure a quick, efficient, and friendly check‑in and departure for all guests.
• Enter guest details onto the computer correctly and efficiently to the brand standards.
• Understand correct reservation procedures and be able to take reservations if required.
• Comply with unit cash handling and credit policies and procedures.
• Provide information to guests about outlets, staff, and services, including hours of operation, room locations, types of room, and room rates.
• Comply with the room selling strategies, cancellation procedures, and walk procedures.
• Use Kronos and Oracle for payroll assistance.
• Deliver an exceptionally high standard of five‑star luxury lifestyle service for every guest interaction.
• Maintain a positive attitude, grooming standard, body language, and tone that supports the brand at all times.
• Carry out other duties as required to ensure the overall hotel operation is properly maintained and to provide a total guest experience.

St. Pancras London is a five‑star hotel that fuses Victorian elegance with contemporary luxury. It is home to 38 opulent chambers suites and 207 stylish guestrooms, offering refined comfort with modern amenities. Guests can enjoy superb dining and expertly crafted cocktails in a unique selection of restaurants and bars, unwind at the serene St. Pancras Spa, or host events in elegant meeting rooms, including the historic Ladies Smoking Room. Ideally located beside St. Pancras International, the hotel is a gateway to memorable experiences in the heart of King’s Cross. From its Grand Staircase to its world‑class service, St. Pancras London is more than a place to stay – it’s a place to belong, grow, and be part of something extraordinary.

Join Our Team

Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast‑paced environment and are passionate about making a difference, we want to hear from you.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. We are committed to non‑discrimination on any protected basis, such as disability, veteran status, or any other basis covered under applicable law.

The Autograph Collection is a growing collection of four and five‑star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Benefits

• 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Annual performance review pay adjustments.
• Complimentary gym and spa access.
• Free meals while at work.
• Dry‑cleaning service availability for uniforms.
• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
• 50% discount at any of the St. Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
• Travel ticket season loan.
• Life Assurance Scheme.
• Cycle to work scheme.
• Employee Assistance Programme access.
• Mental Health First Aiders within the team.
• Comprehensive training and development programme participation.
• Awards and recognition celebrations, among many other benefits.
• Outstanding wellness program.